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  • December 2011
  • Article

Prices or Knowledge? What Drives Demand for Financial Services in Emerging Markets?

By: Shawn A. Cole, Thomas Sampson and Bilal Zia
Financial development is critical for growth, but its micro-determinants are not well understood. We test leading theories of low demand for financial services in emerging markets, combining novel survey evidence from Indonesia and India with a field experiment. We... View Details
Keywords: Price; Knowledge; Demand and Consumers; Emerging Markets; Banks and Banking; Education; Finance; Behavior; Service Operations; Financial Services Industry; India; Indonesia
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  • August 1986 (Revised February 1991)
  • Supplement

Population Services International: The Social Marketing Project in Bangladesh, Video

By: V. Kasturi Rangan
Population Services International, a not-for-profit agency founded to promote family planning information and to market birth control products, had an agreement with the government of Bangladesh to conduct a social marketing program using modern marketing techniques to... View Details
Keywords: Social Marketing; Health; Advertising; Marketing; Nonprofit Organizations; Government and Politics; Agreements and Arrangements; Health Industry; Bangladesh
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  • 2021
  • Article

An Empirical Examination of Sell-Side Brokerage Analysts' Published Research, Concierge Services, and High-Touch Services

By: David A. Maber, Boris Groysberg and Paul M. Healy
This paper uses a proprietary panel dataset to categorize and quantify the activities that sell-side brokerage analysts use to build and sustain their network of buy-side client relations. We then examine the marginal impact of these activities on key analyst outcome... View Details
Keywords: Sell-side Analysts; Analyst Ratings; Brokerage Commissions; Earnings Forecasts
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  • 18 Aug 2011
  • Working Paper Summaries

Non-Audit Services and Financial Reporting Quality: Evidence from 1978-1980

Keywords: by Kevin Koh, Shivaram Rajgopal & Suraj Srinivasan; Accounting
  • Web

Compute Cluster and Data Storage - Research Computing Services

personnel can use AWS to conduct their research. AWS provides a number of services for its customers, including 'bare metal'; unconfigured virtual machines; machine images with preset RAM, CPU, and operating... View Details
  • 16 May 2011
  • News

Dean's Award Honors Student Service to School and Society

  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • Web

Running a Program/Submitting a Job - Research Computing Services

Running Jobs Running a Program/Submitting a Job 11ms After choosing resources, picking the software application and environment is the next, important step in running or job or submitting a program. With software selected, users can then elect one View Details
  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • November 2004
  • Article

The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm

By: Dennis Campbell and Frances X. Frei
Keywords: Customers; Markets; Information; Finance; Business Ventures; Profit; Financial Services Industry
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  • January 2015 (Revised March 2015)
  • Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
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  • 1981
  • Chapter

Productivity Measurement at the Level of the Firm: An Application within the Service Industry

By: Hirotaka Takeuchi
Keywords: Performance Productivity; Measurement and Metrics; Mathematical Methods; Service Industry
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  • 2007
  • Working Paper

Team Familiarity, Role Experience, and Performance: Evidence from Indian Software Services

By: Robert S. Huckman, Bradley R. Staats and David M. Upton
Much of the literature on team learning views experience as a unidimensional concept captured by the cumulative production volume of, or the number of projects completed by, a team. Implicit in this approach is the assumption that teams are stable in their membership... View Details
Keywords: Experience and Expertise; Learning; Performance Improvement; Projects; Groups and Teams; Familiarity; Information Technology Industry; India
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  • July 2008 (Revised December 2011)
  • Case

ghSMART & Co., 2006: Pioneering in Professional Services

By: Noam T. Wasserman and Ashraf Haque
Geoff Smart, founder and CEO of ghSMART & Co., wanted to build ghSMART into the #1 management-assessment firm for CEOs and investors. However, he had just received two pieces of very bad news: the demise of an existing project and the loss of a $1 million engagement he... View Details
Keywords: Business Startups; Decision Choices and Conditions; Entrepreneurship; Corporate Governance; Growth and Development Strategy; Organizational Structure; Service Industry
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  • Web

Data Tips & Toolkits - Research Computing Services

Package Wordcloud R Package Web Scraping Please remember that before embarking on a web scraping project, you should check the university guidance on web scraping and the site’s robots.txt file and Terms of View Details
  • April 1993 (Revised May 2009)
  • Case

Aravind Eye Hospital, Madurai, India: In Service for Sight, The

By: V. Kasturi Rangan
Starting as a modest 20-bed hospital, Aravind had grown into a 1,400-bed hospital complex by 1992. It had by then screened 3.65 million patients and performed 335,000 cataract surgeries, nearly 70% of them free of cost for the poorest of India's blind population.... View Details
Keywords: Developing Countries and Economies; Social Marketing; Service Delivery; Service Operations; Welfare; Expansion; Health Industry; India
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  • Article

Moving from Engagement to a Real Marriage of Brand and Customer

By: Jeffrey F. Rayport
Keywords: Technology; Digital Services; Strategy; Internet and the Web; Marketing
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  • 2021
  • Working Paper

Accounting for Product Impact in the Interactive Media and Services Industry

By: DG Park, George Serafeim and Katie Trinh
We apply the product impact measurement framework of the Impact-Weighted Accounts Initiative (IWAI) in two competitor companies within the interactive media and services industry. We design a monetization methodology that allows us to calculate monetary impact... View Details
Keywords: Product Innovation; Impact; Impact Investing; Impact Measurement; ESG; ESG (Environmental, Social, Governance) Performance; ESG Ratings; Social Corporate Responsibility; Corporate Social Responsibility; Social Impact; Product Design; Product Positioning; Society; Product; Environmental Sustainability; Measurement and Metrics; Framework; Corporate Social Responsibility and Impact; Social Media; Technology Industry
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  • 01 Mar 2008
  • News

Community Partners Program Honored for Service to Nonprofits

The HBS clubs' Community Partners program, which provides free consulting services to nonprofits, has received the Volunteer Service Award from the President’s Council on View Details
Keywords: Educational Services; Educational Services
  • Article

Quality, Service Level, or Empire: Which Is the Objective of the Nonprofit Arts Firm?

By: Arthur C. Brooks and Jan I. Ondrich
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